Phone — Answering script
Opening line and triage flow for inbound voice calls.
Source: Coda KB p19. Wow24-7 handles voice 24/7 (per DIVISION).
Opening
“Thanks for calling Lucyd Eyewear. How can I help you?”
Keep it warm, neutral, no scripted-sounding pause. Then triage.
Triage table
| What the customer says | Where to go |
|---|---|
| ”I’m checking on my order” / “where is my order” | Order status |
| ”I’m having trouble placing an order” | Order placing |
| ”I want to return” / “I want a refund” | Returns |
| ”I want to update my address” / “wrong address” / “change shipping” | Order changes |
| ”I want to cancel my order” | Order changes — Cancel |
| ”I bought from you on Amazon / Walmart / TikTok” | Marketplace flow — see PROCESSES §2 Amazon, §2.5 Walmart, §3 TikTok |
| ”I’m a business / wholesale” | Wholesale routing |
| ”My prescription is wrong / I need a new Rx” | Rx mismatch scripts |
| ”You haven’t received my PD yet” | Missing Rx / PD |
| ”I saw a bad review and…” OR “I’m going to leave a bad review” | Bad-review outreach |
| Customer is irate, threatening chargeback, or above-tier complaint | Escalation |
Order placing — quick reference
When the customer says they’re having trouble placing an order on lucyd.co:
- Ask them what’s happening. A specific error message? A page that won’t load? Payment declined?
- Suggest a different browser or device. Many issues resolve when they try Safari instead of Chrome, or a desktop instead of mobile.
- Walk them through the order step by step while staying on the line. Pause as needed.
- If payment is declining: verify the billing address matches the card, then suggest a different card or contacting their bank.
- If the site is genuinely broken: take the customer’s name + email + the product they want + their shipping address. Document and escalate to Alex.
Tone
- Professional but warm. No corporate-speak.
- Apologize for friction, never for policy. “Sorry for the trouble” — not “Sorry our policy is.”
- Be specific. “We’ll review within 24 hours” beats “we’ll get back to you soon.”
- Match the customer’s energy. If they’re chatty, be chatty. If they want to get off the phone, be efficient.
Closing
When the issue is resolved (or a follow-up is scheduled):
“Is there anything else I can help you with today?” “Great — thanks for calling Lucyd, have a [great day / great evening].”
For follow-up calls, give a specific time:
“I’ll call you back tomorrow morning around 10 AM Eastern. Does that work?”
After every call
- Document the call in the Shopify order timeline (or in Gorgias if it doesn’t tie to an order).
- Tag the call with the issue category (Warranty / Refund / Rx / Shipping / Order Update / Other).
- Set a follow-up reminder if you promised one.
See also: Order status · Order changes · Escalation
Last reviewed: 2026-05-26 Owner: alex